Return & Refund Policy

We want you to be completely satisfied with your purchase from AeternaSol. This policy is designed to make returns fair and straightforward.

1. Return Eligibility & Timeframe

• Return Window: You have 60 days from the date of delivery to request a return.

• Condition Requirements: To qualify for a full refund or replacement, returned items must meet the following conditions:

  • The item must be new, unused, and in its original condition.

  • The item must be securely packed in its original packaging, including all accessories, manuals, tags, and protective materials.

2. How to Initiate a Return

Please follow these steps:

1. Contact Customer Support: Email us at contact@aeternasol.net with your Order Number and the reason for the return.

2. Provide Photos: Include clear photos showing the current condition of the item and its packaging.

3. Receive Authorization: Our team will review your request within 1 business day. Once approved, we will issue a Return Merchandise Authorization (RMA) number and the designated return warehouse address. Returns sent without prior authorization will not be accepted.

3. Return Shipping & Restocking Fees

Costs are allocated based on the reason for the return, as outlined below:

Scenario A: Seller-Fault Returns (Defective, Damaged, or Incorrect Items)

• Return Shipping: Free. AeternaSol will provide a prepaid return label.

• Restocking Fee: None.

• Refund Options: You may choose either a full refund or a free replacement.

Scenario B: Non-Defective / Customer-Initiated Returns (Change of mind, wrong size, color preference, "doesn't fit the room", etc.)

• Return Shipping: Paid by the customer. You are responsible for arranging and covering the actual shipping cost back to our warehouse.

• Restocking Fee: A 10% restocking fee will be deducted from your total refund to cover warehouse inspection, handling, and repacking costs.

• Refund Calculation: Your refund will equal the item price minus the actual return shipping cost and the 10% restocking fee.

4. Refund Timeline

• Inspection: Once your return is received at our warehouse, we will inspect it within 1 business day.

• Notification: We will email you to confirm whether your refund has been approved or rejected.

• Processing: If approved, your refund will be processed automatically within 1 business day.

• Posting Time: The refund will be credited to your original payment method. Please allow additional time for your bank or credit card issuer to post the funds to your account.

5. Order Cancellations

• Free Cancellation: Orders can be cancelled free of charge before they enter the shipping/handling phase. To cancel, email us immediately at contact@aeternasol.net.

• After Shipment: Once the item has left our warehouse, the order cannot be cancelled. It must be handled as a standard return under Scenario B (Non-Defective / Customer-Initiated Returns) above.

6. Return Warehouse Addresses

Please ship your return to the address provided with your RMA number. Our network includes the following locations:

7. Contact Information

If you have any questions, please contact our customer support team:

• Business name: EtnalSolar Energy Limited
• BUSINESS REGISTRATION NUMBER: 79778294
• Email: contact@aeternasol.net
• Business Address: Flat D83, 2/F, Wah Hing Industrial Building, 2-6 Ma Kok Street, Tsuen Wan, New Territories, Hong Kong